Customer Service Advisor - Emergency Breakdown - Core Shift

Customer Service Advisor - Emergency Breakdown - Core Shift

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Job Title: Customer Service Advisor - Emergency Breakdown - Core Shift
Location: Oldbury
Salary: £25,700 plus bonus potential up to £2k p/y post probation
Contract: Full time – permanent
Hours: 40 hours per week.
Shift Pattern: Rotating shift pattern covering 365 days of the year, shifts between 7am-9pm.
Start Date: Various across February, March & April. (Please list on your application if you have any annual leave requirements that could prevent a start date)
Interview Dates: Various from 12th January 2026

We’re recruiting for Emergency Breakdown Customer Service Advisors to support our roadside heroes in rescuing the public during times they need us most. You’ll be working in a fast paced, friendly environment where you’ll be taking around 100 calls a day, ranging from updates and changes to policies to arranging a patrol to rescue a family from the M4! As you can understand, some calls you answer could involve complexities or vulnerable and distressed customers, so our in-depth 4 week training period will ensure you’re confident to provide the best solution to every customer, every time.

• Supporting our customers in a high-volume contact centre via telephone through their breakdown journey. You’ll be actively listening, providing guidance with your warm and reassuring tone.
• Showing our customers they’re valued by understanding their situation and keeping the conversation constructive.
• Using detailed scripts to gather information from the call and applying logic to assess the best course of action.
• Pushing for better by using resources available to offer the best customer service.
• Maintaining composure whilst reassuring customers, providing safety advice and promptly sending support.
• Retaining high volumes of call information whilst updating multiple IT systems accurately and swiftly.

• Is supportive with the ability to remain warm and kind, even in the face of conflict.
• Can make our customers feel respected and valued.
• Can understand incoming information and make logical decisions quickly and efficiently.
• Will be proactive, taking pride and ownership in your work while working towards targets.
• Can cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively.
• Is able to retain and sort incoming information accurately and swiftly.

• 23 days annual leave plus bank holidays.
• Worksave pension scheme with up to 7% employer contribution.
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
• Discounts on AA products including car and home insurance.
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
• Company funded life assurance.
• Diverse learning and development opportunities to support you to progress in your career.
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

Your application: You will receive a series of games to help us get to know you.

Your interview: If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60 minutes. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.

Onboarding: Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.

Training and going live on the phones: Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.